Role-play: a missed appointment
Resident: anxiousNobody turned up yesterday. I took the day off work for this.
I’m really sorry. That shouldn’t have happened. Can I book you the first slot on Thursday?
Live feedback
When your team works in people’s homes, how they talk matters as much as what they know. Greenworkx’s all-in-one skills platform shows where communication skills need work and builds them through practice.
Practical learning tools, including interactive role-play scenarios, recreate real situations such as unhappy residents, scheduling problems or explaining why someone is ineligible for a heat pump. Live feedback lets people try again until the conversation feels natural. Expert-approved courses, kept up to date as standards change, cover the communication skills and technical knowledge behind those conversations.
Workforce dashboards give leaders real-time visibility of scenario results and confidence across the team.
Your teams handle difficult conversations calmly and clearly. Residents keep their trust in you, access rates improve and projects stay on schedule.
Scenarios reflect situations resident-facing teams face on a regular basis.
Your team members can try a difficult conversation several times before they have it with a real resident.
Expert-approved courses explain the measures and processes residents ask about in straightforward language, so your teams can answer questions with confidence.
When trying out our role-play scenarios, resident liaison officers strongly agreed:
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Relevant to their role
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A high-quality experience
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Would improve their skills
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Would improve project outcomes such as resident satisfaction
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“You can talk at people, you can give them workshops… but you’re never going to have that real experience until you pick up the phone and speak to that person. Having an interactive conversation that can go wrong without any consequences, and getting the feedback, in a safe training environment, is probably one of the most valuable pieces of training we could give people.”
Olivia Muscat
Customer Experience Manager, CCS Compliance & Energy Services
“A true representation of what happens on calls [with residents].”
Resident Liaison Officer
After trying Greenworkx role-play scenarios
“We’ve all worked for companies where mandatory training is a 20-minute presentation followed by a little quiz, and we do it to tick a box. Role play gives us such valuable feedback on how people deal with real-world situations, whether that’s an angry tenant or a tenant with vulnerabilities.”
Head of Business Partnerships
“Very good for a new starter to learn how to deal with difficult conversations and what they may face on a day to day basis.”
Resident Liaison Officer
After trying Greenworkx role-play scenarios
The learner has a conversation with a simulated resident in a realistic situation, such as a complaint or a missed appointment. Residents have different personalities, so the same scenario can play out with someone anxious, angry or confused. After each conversation, the learner gets personalised feedback and recommended learning for the skills they need to work on. They can try again as often as they like and see how they improve each time.
Organisations powering the energy transition. We’re starting with the built environment: main contractors, housing associations and local authorities are using Greenworkx across their workforce, from technical site-based roles to resident-facing teams.
We only use learner data to deliver and report on your team’s learning, and we handle it in line with UK GDPR.
Read our Privacy Policy for more information.
Greenworkx runs in a web browser. People sign in with a one-time code, with nothing to download or install, so it can run alongside the system you already use. We can also connect our courses to some learning management systems, and we’ll talk through the option that suits your organisation.
A monthly or annual subscription based on the size of your team. Contact us to discuss the best package for your needs.
Contact us to discuss your needs and set up your subscription. Once you’re set up, your managers can enrol people and choose learning for them directly in the platform. Our team is on hand to help you set goals and get the most from it.
